Method and system for two-way call holding using an intelligent communication device

ABSTRACT

A partitioned communication system includes a shared switch network system in communication with an Intelligent Network Processor (INP). A terminating intelligent communication device (ICD) located outside the management and control of the shared network operates as an Originating Communication System (OCS) to negotiate 2-way call holding with a Called Communication System (CCS).

TECHNICAL FIELD

This invention relates generally to call management systems and, moreparticularly, to a 2-way negotiated call holding method and system usingan Intelligent Communication Device (ICD).

BACKGROUND ART

The majority of telecommunication services currently being provided aredeployed in centralized systems within the public-switched telephonenetwork (PSTN). As those skilled in the art will recognize, the PSTNcomprises the complete public telephone system, including telephones,local and trunk lines, and exchanges. Telephones in a home or businessare commonly connected to a serving central office, also called aswitch, by a pair of copper wires called the local loop. Switches areconnected to one another with multiple lines called trunks. A trunk is acircuit connecting telephone switches or switching locations. Trunks andlines both carry communications. Trunks, however, connect switchingequipment together, whereas lines connect a telephone, computer terminalor other device to the PSTN. The PSTN comprises millions of miles oflines and handles voice and data communications throughout the world.

The PSTN further includes service activation and control functionalityto perform two basic tasks: (1) service delivery, i.e., the provisionand modification of telephone services; and (2) service assurance, i.e.,maintenance of the system. The service activation and controlfunctionality takes the form of complex hardware and software andembodies specialized services which reside on circuit switching systemsor adjunct platforms located within the network. Such services include,for example, Custom Local Access Signaling Services, referred to by theacronym CLASS, and Intelligent Network (IN) services, such as, forexample, Advanced Intelligent Network (AIN) services.

Class services are one of the many types of switch-based services whichmust be accessed by subscribers off-hook by entering appropriateactivation codes. These services include, for example, AutomaticCall-back (AC), Automatic Recall (AR), etc. AIN services are employedusing an Advanced Intelligent Network architecture.

A representative diagram of an AIN architecture provided for use in aPublic Switch Telephone Network is shown, for example, in FIG. 1 anddesignated generally by reference numeral 10. Network 10 includes atleast one switch or service node 12 in electrical communication with aplurality of servicing switches (central offices) 14 via ServiceTransfer Points (STPs) 15 and Transaction Capability Application Part(TCAP) signaling protocol or other suitable signaling protocol. Servicenode 12 is typically operative as the home switch or a virtual ServiceSwitching Point (SSP) for subscribers to existing switch-based services.Thus, service node 12 is shown including a Service Control Point (SCP)16 which contains the service logic and associated data support, as wellas sufficient memory to execute customer services.

Service node 12 further includes service switching point (SSP) 18 whichis a node (usually the subscriber's local switch/central office switch)that recognizes the "triggers" used when a subscriber invokes anintelligent network service and then communicates with the SCP tooperate the service. SSP 18 and SCP 16 are provided in electricalcommunication with service node 12 and may, in some situations, becombined in a single device known as a Service Switching Control Point(SSCP) wherein the functions of the SCP and the SSP are combined.Subscribers typically use these communications services with a simpletelephone (usually a Dual-Tone Multi-Frequency (DTMF) compatiblecommunication device).

Emerging telecom deregulation coupled with technological advances haveresulted in the advance of many new solutions which no longer rely oncentralized communications functionality such as that described abovewhich is hosted in the shared public switched telephone network.Personal computer (PC) based telephony, for example, now delivers someof the same voice messaging, caller identification, and call managementfeatures which were previously found only in large network systems.Residential gateways, an emerging technology, will soon also deliversome CLASS-like features in a Customer Premises Equipment (CPE) devices.Additionally, the internet is emerging as an alternative transportmedium for voice and data communications. Still further,special-featured screen phones are being designed to work with networkservices.

All of these new technologies, however, either replicate networkfunctionality entirely within the CPE, or rely on existingcommunications functionality in the network. This reliance has resultedin CPE devices which are of limited functionality and use.

A CPE device having greater functionality would have special applicationin performing call management services. Consider, for example, theproblem of call holding as set forth in detail in co-pending patentapplication Ser. No. 08/998,802, the disclosure of which is herebyexpressly incorporated by reference. As discussed, being placed on holdis an unpleasant and frustrating experience for most telephone callersas it constitutes wasted time. The advent of Interactive Voice Response(IVR) units and integrated call management systems by order responsecenters, businesses, and technical support centers, often results incallers being placed on hold for long periods of time. The pressure onthese service centers to reduce costs, typically through fewer agentsavailable to answer calls, has further exacerbated the problem. Holdtimes of half an hour to an hour are now fairly common.

Because most service centers provide no indication of how long a callwill be held or indicate how much longer the hold will last, callersoften feel left in limbo for an indefinite time. These extended heldcalls require the caller to stay on the line for the duration of thehold resulting in a large telephone bill. As a consequence, significantnumbers of callers who are put on hold for more than a brief time periodabandon their calls and hang up in resentment and frustration. Thisresult is, of course, bad for customer relations and constitutes wastedeffort. More importantly, it results in lost business for the servicecenters.

Furthermore, the hold state is a waste of telephone resources. Itunproductively ties up the telephone of the caller as well as thetelephone lines, trunks, and switching resources being used to maintainthe connection between the caller and the switching system of theservice center. If freed, these resources could be used productively forother calls.

To overcome some of these problems, a variety of arrangements have beenproposed which alert the caller that has been placed on hold to when thehold is removed. The alerting takes the form of an audible or a visualsignal generated at the telephone of the caller. The alertingarrangements enable the held caller to do something else instead ofhaving to cradle the telephone handset to his or her ear listening forthe service center to take the call off hold. Alerting arrangements helpmake the time spent on hold less annoying for the held caller.

U.S. Pat. No. 3,961,142 illustrates a typical alerting device. A primarydisadvantage with these alerting devices is that they require all linesfrom the caller to the service center to remain open. Thus, the callermust stay on the line for the duration of the call which results insignificant toll costs. Furthermore, the caller is not allowed to placeor receive other calls.

Other proposed arrangements include automatic call-back systems. When anincoming call is not answered by an agent of a service center within apredetermined time period (e.g., three rings), an automatic call-backsystem answers the call and plays a pre-recorded announcement. Theannouncement gives the caller the option of either having the callplaced in a queue to wait for an agent to pick up, or hanging up andbeing called back when an agent becomes available. If the caller selectsthe call-back option, the system either obtains the telephone number ofthe caller from the telephone network by means of Automatic NumberIdentification (ANI), or requests the number from the caller. The callerthen hangs up. When an agent becomes available, the system places a newcall to the caller and connects the call to the available agent at theservice center.

U.S. Pat. Nos. 5,436,967, 5,185,782, and 5,155,761 illustrate automaticcall-back systems. A primary disadvantage with automatic call-backsystems is that they leave callers wondering whether the systems willhonor their place in queue and whether the service center will callback. Because the called service center is in control, the caller cannotmonitor the status of the held call and cannot initiate a reconnection.Furthermore, the caller is required to divulge his call-back telephonenumber. Moreover, call-back systems assume that the service center iswilling to pay for the call-back. Typically, service centers, especiallythose providing technical product support involving long detailed callsto solve customer problems, are not willing to pay for calls back to thecaller. Quite to the contrary, they expect callers to pay for the calland to wait on hold for indefinitely long periods of time.

Consequently, a need exists for a communication method and system whichobviates complete reliance on centralized communications functionalitywithin the shared public network, yet, which neither replicates networkfunctionality entirely within a CPE or relies on existing communicationsfunctionality within the network. Such a system would have particularapplication for implementing call management features including, forexample, two-way negotiated call hold.

A need further exists for a communication method and system as describedabove which would allow for communications services to be automaticallyinitiated by a subscriber by providing a hardware/software device suchas a communication card, other magnetic media, or possibly software orfirmware in communication with the subscriber's CPE device.

DISCLOSURE OF THE INVENTION

It is, thus, a principle object of the present invention to provide acommunications method and system which avoids reliance on centralizedcommunications functionality without replicating network functionalityentirely within a CPE device or relying entirely on existingcommunications functionality within the network.

It is a further object of the present invention to provide a partitionedcommunication method and system having multiple inter-dependent partswhich are distributed across a CPE-public network boundary.

It is still another object of the present invention to provide apartitioned communication method and system wherein the correspondingcommunication services and intelligence are built into both the sharedpublic network and specialized CPE devices which function to exchangecommands and signalling.

It is still a further object of the present invention to provide apartitioned communication method and system of the type described above,wherein the specialized devices utilize event-based processing tointerrupt or analyze communications based on predetermined triggeredevents in collaborative communication with the shared public switchnetwork and other CPE devices.

It is still a further object of the present invention to provide apartitioned communications method and system of the type described abovewherein the specialized CPE device functions as an OriginatingCommunication System (OCS) and is operable to negotiate a two-way callhold with a Called Communication System on behalf of a calling party.

It is still another object of the present invention to provide apartitioned communication method and system of the type described aboveusing event-based processing wherein the desired communication servicesmay be implemented by providing a portable hardware/software device inconjunction with a subscriber's CPE device.

It is still a further object of the present invention to provide apartitioned communication method and system of the type described aboveusing event-based processing wherein the hardware/software device isoperative to automatically initiate communication services.

In carrying out the above objects and other objects, features andadvantages of the present invention, there is provided a partitionedcommunication system including a specialized CPE device (e.g. anIntelligent CPE Device (ICD)) having the requisite intelligence toexchange commands and signalling with the management and controlfunctionality of a shared switch network system such as the PublicSwitched Telephone Network (PSTN). An Intelligent Network Processor(INP) is further provided in communication with this networkfunctionality and is capable of connecting multiple logical connections.The INP is operative to provide a general-purpose computing platform onwhich the shared switch network or other service provider can deployalgorithms to control service behavior. In this manner, multipleinter-dependent parts of the communication service may be distributedacross the boundary of the ICD and the shared network.

In an alternative embodiment, the specialized CPE device usesevent-based processing to interrupt or analyze communications based onpredetermined triggered events in communication with the shared switchnetwork and other CPE devices.

In yet another alternative embodiment, the specialized CPE devicesdescribed above are operable to provide communication services in apartitioned communication system in conjunction with a portablehardware/software device such as a communication card or other suitablestorage media such as magnetic media or firmware directly receivable bythe specialized CPE device.

It is contemplated that such hardware/software devices would bepurchased from the communications service provider or at retail outletssuch as electronics stores, department stores, grocery store check-outlines, specialty stores, etc. If embodied as a card, it is furthercontemplated that the hardware/software devices will be similar in sizeand shape to a credit card or a floppy disk and would embody one or morecommunications services in a digital format or other suitable storagemedium.

In still another alternative embodiment, the portable hardware/softwaredevice described above is further operable to auto-initiate a commanddialog with an associated service partition hosted in the shared switchnetwork system.

In yet a further alternative embodiment, at least one specialized CPEdevice of the type described above, such as an ICD using event-basedprocessing, is implemented as an Originating Communication System (OCS)in a partitioned communication system including a shared switch networkand an INP.

As described herein, the CCS is operable with the partitionedcommunications system to connect a call from the calling party to anagent of the called party. The CCS is further operable to notify thecalling party that the call is placed on hold.

The Originating Communications System (OCS), i.e., the specialized CPEdevice, is operable to communicate with the calling party and the CCS.The OCS negotiates on behalf of the calling party with the CCS to putthe calling party in a queue for an agent when the calling party isplaced on hold so that the call can be disconnected. The calling partyis notified when a selected position in the queue has been reached andthe call between the calling party and the called party is thenreconnected.

In still another alternative embodiment, a two-way call hold system isprovided as described above wherein the subscriber may receive periodicinformation status updates from the Called Communications System. Eachupdate is initiated as a result of timer-based events and requestmessages from the subscriber's ICD via the INP to the CalledCommunications System.

In each of the embodiments described above, a terminating intelligentcommunication device (ICD) such as, for example, a non-networkspecialized CPE device is located outside the management and control ofthe shared switch network system and defines a boundary therebetween.The ICD is preferably, but not necessarily, logically connected to theINP via a dedicated signaling path and is further operative to provide adevice-independent representation of internal processing and useractions based on predetermined states of the ICD in response topredetermined triggered events. In accordance with this architecture,multiple inter-dependent parts of the communication service may bedistributed across the boundary of the ICD and the shared network.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic representation of a prior art Advanced IntelligentNetwork (AIN) architecture;

FIG. 2 is a schematic representation of the partitioned communicationsystem of the present invention;

FIG. 3 is a generalized flow diagram of a device state model (DSM)implemented in the partitioned communication system of the presentinvention;

FIG. 4 is a schematic representation of an exemplary ICD as contemplatedby applicants for receiving a portable hardware/software device such asa communication card; and

FIG. 5 is a schematic representation of the associated message exchangesin a two-way call holding system implemented in a partitionedcommunication system.

BEST MODES FOR CARRYING OUT THE INVENTION

As will be described below, the generalized partitioned communicationsystem disclosed herein allows the configuration of a specialized CPEdevice such as an ICD to exchange commands and signalling with thecorresponding management and control functionality of a shared switchnetwork so as to provide partitioned communication services. In apreferred embodiment, the ICD is operable to recognize specific eventsfor specific types of communications and to then perform specificactions based on that event and the current situation at the time theevent occurred. These events include, but are not limited to, requestsby a device (or person) to initiate an out-bound communication toconnect an incoming communication, or additional events based on thecurrent in-progress status of a communication. As readily seen, thepossible associated actions are limitless and include the CPE performingspecific functions at the time of the event, requesting (signaling)another CPE device or network system to perform specific functions,transferring control in connection of the communication to another CPEdevice or network system, or requesting any of the above for a specificdate and time.

A preferred architecture for the invention is shown in FIG. 2 anddesignated generally by reference numeral 20. FIG. 2 illustrates apreferred embodiment wherein event-based processing is provided in oneor more CPE devices, each using command messages to collaborate andcooperate with other CPE devices and network systems. These commandmessages might be physically transmitted in-band of the communicationchannel, or they might be transmitted out of band on separate signalingand control channels (e.g. the Integrated Services Digital Network(ISDN) "ID" channel or other access connections) such as, for example, awireless connection for signaling between the network and a CPE device.

As will be described in further detail below, in this embodiment anextendable set of event triggers are provided and associated actions ofthe CPE device are based therein. An important distinction between thisinvention and functionality which presently exists in CPE telephonysoftware today is that the disclosed system also includes the processingand signaling protocols to enable the CPE device to communicate controlcommand messages (signals) to and from a shared network system. Thiscollaborative and cooperative arrangement is not possible in existingCPE devices.

Referring still to FIG. 2, the preferred network arrangement 20comprises at least one and preferably, but not necessarily, severalintelligent communication devices (ICD's) 22 such as, for example, ascreen telephone 23, a computer 25, a wall-plug-in device 27, etc. andat least one Intelligent Network Processor (INP) 24. The ICD's 22 arephysically located outside the management and control of the sharednetwork 26. The INP's 24, in contrast, are physically located within themanagement and control of the shared network 26. The shared network 26can be the PSTN as referred to above, a private telephone network, apublic data network, a private data network, etc. Such networks can beowned and operated by a single private provider, or through accessarrangements, by multiple network providers.

In a preferred embodiment, the ICD's 22 are logically connected to theINP's 24 using dedicated signaling paths. As shown in FIG. 2, theseconnections may be ISDN Basic Rate Interference (BRI) D-channel virtualcircuit connections as described above. Those skilled in the art,however, will clearly recognize that other signaling arrangements mayserve the same purpose, including, but not limited to, ISDN Primary RateInterference (PRI), Signaling System No. 7 (SS7, etc.), DigitalSubscriber Loop (DSL). Most access protocols and arrangements inexistence today describe one or more out-of-band signaling channels inaddition to the bearer or transport channels. These signaling paths maybe permanently established or temporarily connected. Temporary signalingpaths may be established by either the ICD's 22, or by the INP 24.Permanent signaling paths may be managed by the ICD's 22, the INP 24, orother network managing systems not described here but within theknowledge of those skilled in the art.

In keeping with the invention, the INP 24 is defined as a networkprocessor which typically, but not necessarily, is centralized and whichis capable of terminating multiple logical connections to multiple ICD's22. Many signaling arrangements are, of course, possible using existingtechniques. Thus, while FIG. 2 shows dedicated virtual circuits on ISDND-channels from each ICD 22 to the INP 24, other arrangements are, ofcourse, both available and contemplated by Applicants.

The intelligent communication between each logically connected ICD 22and INP 24 does not involve processing from the switching system 28which may comprise, for example, a Service Switching Point (SSP). Asshown in FIG. 2, switching system 28 in the system described acts as a"pass-through" element in order to transport the intelligentcommunication messages between the logically connected ICD 22 and INP24. It is understood, however, that where the SSP functions primarily asan intermediary with respect to communication between the ICD 22, andINP 24, it nonetheless has a physical role in the overall system andmaintains physical connections therein. Applicants contemplate thatother possible arrangements will have the switched network 28--SSP oranother adjunct, such as an Intelligent Network Translator (INT) (notshown)--perform a simple protocol conversion from ISDN D-channel toanother deployed signaling protocol, such as SS7.

INP 24 is envisioned by Applicants as a general-purpose computingplatform on which the network provider or other service providers maydeploy algorithms to control service behavior. INP 24 may, therefore, bedeployed solely for the purpose of providing services conforming tothose described herein, or for providing services according to multiplearchitectures and protocols.

The ICD's 22 disclosed herein differ from existing communication devicesin that they provide a conceptual model of the processing containedwithin the ICD. This conceptual model, referred to as a Device StateModel (DSM) presents to the INP 24 a view of the state of the device.Because ICD's can be embodied in many physical forms, the DSM provides adevice-independent representation of internal processing and useractions.

The physical forms in which an ICD 22 may be embodied include, forexample, ISDN telephones, screen phones, personal computers, pagingdevices, personal communication system (PCS) handsets, cellulartelephones, special devices plugged into wall receptacles, or automatedteller machines. Indeed, almost any physical terminating communicationdevice may be enhanced to serve as an ICD in accordance with theinvention described herein.

Referring now to FIG. 3 of the drawings, the DSM is illustrated as atypical device for establishing voice or data communications through ashared public switch network. As readily seen, there is a similaritywith the Basic Call State Model (BCSM) described for the AdvancedIntelligent Network. The difference between the AIN BCSM and the DSMdescribed herein is that the AIN BCSM describes events in terms of howexisting classified network exchanges interpret events that a user orCustomer Premises Equipment may generate, whereas the DSM operatesdirectly on Customer Premises Equipment or other such ICD's. While theintroduction of and changes to the BCSM require massive and expensiveupgrades to network exchanges, the introduction of and changes to theDSM require inexpensive changes to ICD's 22 and minor software changesto the INP 24. This flexibility and cost advantage provides significantimprovements in the cost and speed at which new services may be deployedby a network or service provider.

Referring still to FIG. 3 of the drawings, the DSM is described as setof states that represent the internal state of the device. A set oftransitions is defined between the states. Transitions may representchanges from one state to another state, as well as from one state backto the same state. In addition, at each transition, an event isdescribed. When an event occurs, i.e., a transition between states isabout to occur, the ICD 22 may inform the INP 24. The INP may thenrespond to the ICD 22 as will be described below. Although some discreteperiod time elapses for this message exchange between the ICD 22 and theINP 24, the DSM considers that messaging to be atomic, i.e., no otherevents can occur during event processing. Should a real physical actionoccur during event processing, the DSM will logically queue such actionsuntil the event processing can continue.

The invention device state model shown in FIG. 3 illustrates sixpossible states and fifteen typical events. Some events, such as, forexample, E2, E3, E4, E5, and E6 can occur during any state accept S1. Adescription of each of these states is as follows:

S1 (26): The Off-state indicates that the device has been powered downor otherwise made inactive.

S2 (28): The On-state indicates that the device has been powered on orotherwise made active.

S3 (30): The Collecting-Info-state indicates that the device is in theprocess of establishing a connection to the network.

S4 (32): The Connection-Pending state indicates that the device hasrequested the network to establish a connection, but that the connectionhas not yet been completed.

S5 (34): The Connected state indicates that the device is active in aconnection through the network.

S6 (36): The Alerting state indicates that the device has been requestedto receive a connection from the network, but that the connection hasnot yet been completed.

FIG. 3 further illustrates transitions between the above-describedstates that occur during a typical connection establishment. Not shownare all transitions that occur from one state back to the same state.Also not shown are transitions that are requested to be performed by theINP 24. These will be described below:

Before any state transition occurs, a DSM defines one or more events. Inthe DSM shown in FIG. 3, the following events are defined.

E1: Powered-On: The device has been powered on or otherwise made active.

E2: Powered-Off: The device has been powered off or otherwise madeinactive.

E3: Feature-Activated: A user of the device has requested a feature tobe performed. This feature activation occurs as the result of a buttondepression, a switch-hook depression, the insertion of a card into thedevice, or other similar actions. This feature may or may not be relatedto the establishment of a connection.

E4: Timer-Expired: An internal timer set by the device has expired. Thistimer may or may not be related to the establishment of a connection.

E5: Network-Originated-Event: A network element has signaled an event tothe ICD. This network signaling is outside the DSM. Typically, thisevent is the result of a message from a network element other than theINP, such as a switching exchange.

E6: Internal-Originated-Event: The ICD has encountered an internal eventduring internal feature processing.

E7: Connection-Initiated: The user or device has initiated theestablishment of a connection through the network. Depending on thedevice, the attached network switching device may or may not be aware ofthe connection initiation. For instance, a cellular telephone maycollect digits before sending them to the network, whereas traditionalanalog telephone sets signal an off-hook connection to the networkbefore address collection.

E8: Address-Signaled: The user or device has entered a network addressfor connection establishment. This event may be generated en-bloc, wherea complete network address has already been specified, or as individualdigits or characters are entered.

E9: Disconnected: The user or device has requested that an existingconnection through the network be terminated.

E10: Termination-Attempted: A connection from the network has beenrequested.

E11: Connection-Accepted: A connection request from the network has beenaccepted by the user or device.

E12: Connection-Rejected: A connection request from the network has beenrejected by the user or device. The cause for rejection may be becauseof screening, resource exhaustion, busy, no answer, or other conditionsdefined by the ICD.

E13: Connection-Accepted-Far-End: A connection request from the networkhas been accepted by the user or device.

E14: Connection-Rejected-Far-End: A connection request from the networkhas been rejected by the user or device. The cause for rejection may bebecause of screening, resource exhaustion, busy, no answer, or otherconditions.

E15: Disconnected-Far-End: The device or user at the far end of theconnection has requested that the existing connection through thenetwork be terminated.

It should be understood that certain events can occur during any state.For simplicity, these are not shown in FIG. 3. For example, events E2,E3, E4, E5 and E6 can occur during any state except S1.

When the ICD 22 detects an event that occurs during execution of theDSM, a message may be sent to the INP 24. The INP 24 may then send amessage to the ICD 22, to other network elements, or to additional ICD'ssuch as, for example, those logically connected to the network. At leastthree types of messages are contemplated by Applicants and defined forcommunication between ICD's 22 and INP's 24, collectively referred to asentities. These include:

Inform: One entity wishes to inform another entity that an event hasoccurred. For instance, the Inform message may be used by the ICD totell the INP that it detected an event during the execution of the DSM.The ICD may then wait for a subsequent response from the INP or tocontinue execution without waiting for a response.

Request: One entity requests information or instructions from anotherentity. For instance, the Request message may be used to query anothernetwork element for data that resides in a network database, such as apublic key for encryption.

Instruct: One entity instructs another entity to perform an action. Forinstance, an INP may use the Instruct message to tell the ICD to executea state transition in the DSM or to invoke certain feature logicresident in the ICD.

The above-described messages are exchanged using any standard datacommunications protocol. One possible embodiment of these messages is touse the Transaction Capability Application Part (TCAP) protocol, acommonly available protocol to encapsulate such transactional messages.

Messages are exchanged between ICD's 22 and INP's 24. In some accessarrangements, messages may be exchanged directly between ICD's of aconnection, such as in-band DTMF tones for voice connections oruser-to-user information packets for ISDN terminals. Applicantscontemplate, however, that an INP may perform message inter-workingbetween incompatible ICD's. Consider, for example, two ICD's built bydifferent vendors. The two ICD's are involved in a connection with eachother. Each intelligent communication device implements the ICD/INPsignaling connection using a different protocol. Because the two ICD'scannot communicate feature information directly, one ICD may send arequest message to the INP. The INP may then formulate a request messageusing a different protocol and sent that to the other ICD. Similarly,the second ICD may respond with an informed message, which may betranslated by the INP and sent to the original ICD.

As an example of the above-described interworking, consider a case wherea voice telephone user dials an automated banking application. Thisapplication is designed to require a personal identification number(PIN) from the voice telephony user. The automated banking applicationICD could send a request message to the network requesting a PIN. TheINP would then send an Instruct message to the voice ICD to voice aprompt to the user and collect digits from the telephone key pad. Thevoice ICD might respond with an informed response which the INP willforward back to the banking application ICD to complete the connection.

Applicants further contemplate that the invention described herein wouldbe operable to support one ICD in communication with an INP which inturn uses the traditional network such as, for example, the PublicSwitched Telephone Network to communicate with another user on atraditional (non-intelligent) Customer Premise Equipment device. Thissimplified arrangement will allow users of Intelligent CommunicationDevices to gain all the advantages that those devices enable on theirterminating end while also seamlessly inter-operating with the existingpublic shared network.

The communication system described herein thus enable entirely newcommunication services that heretofore were all together not possible orrequired SSP enhancements or costly centralized processing. Examples ofsuch new distributed communication services permitted by the presentinvention include, for example, No Solicitation, Dynamic Do Not Disturb,encrypted authorization services, services employing mid-callinformation queries, etc.

As those skilled in the art will again recognize, No Solicitationservices are limited today by the lack of Interactive Voice Response(IVR) units in each local access and transport area (LATA). An improvedNo Solicitation service permitted by the invention would allow thenetwork to screen an incoming call and then signal the Customer PremisesEquipment device to play the appropriate no solicitation message withoutever ringing the customer's terminating phone. Alternatively, the callprocessing logic can reside in the customer premises device itself.Clearly, if the terminating telephony device was in the middle ofprocessing a call, and a customer picked up the handset to place a call,the telephone device would need to appropriately inform the customer "toeither please hold or to abort the other communication in process,"--ifthe customer had only a single incoming line. With multiple lines, (e.g.ISDN BRI), the customer could place a call on a separate line.

A screen phone user interface would also greatly simplify the customerscheduling of Do Not Disturb time frames and corresponding actions.Furthermore, with event-based processing in each terminating telephonydevice, the invention allows different DND parameters and configurationsin each device. With command control signaling between the CPE deviceand the network, the processing parameters could be transmitted betweenthe two and stored in the network as back-up and for incoming callprocessing.

As described above, distinctive busy services are also permitted byApplicant's invention. Because each telephony device enabled withevent-based processing as described herein will have a unique identifier(configured at installation time, and relative to the terminating lineshared by one or more devices) the network may identify specifytelephony devices within a customer premises. This may be accomplishedwith different signals, or signal parameters. This new service wouldallow distinctive ringing to be accomplished by ringing a specific phonewhen a specific number is dialed.

In operation, adaptor devices such as that shown in FIG. 2 might also beplaced at each telephone wall socket which would enable the network todirectly address (signal) those outlets--all without any changes to thetelephone itself. Applicants contemplate that with such a service, everyphone in a customer premise could have a unique identifier (e.g. one foreach parent, one or two business numbers, one for each child, etc.). Ofcourse, the network could also have processing rules defining whichback-up terminating telephony device to ring if the primary one is notanswered.

Still further, inter-premises ringing may also be allowed by thedisclosed invention. Using the same capabilities described above, thisservice would encounter an "origination event (trigger)" in a customerpremises device which would allow the customer to "call" another phoneat the same premises, all sharing the same premises wiring. In short,the origination event could signal the network, the customer would entera special code sequence, (e.g. #--code followed by a 2-digit numberdesignating the other phone), and the network would signal the telephonydevice to ring, and then, optionally, drop the local loop to thepremises. The two parties, on different extensions at the premises,could then speak with one another.

In an alternative embodiment, a communications system may be provided asshown in FIG. 2 and described above with the modification that there isfurther provided a portable hardware/software device such as acommunication card for implementing partitioned communication servicesin conjunction with the ICD and the shared switch network. Thecommunication card may, but is not required to, auto-initiate theseservices. This communication card would be receivable by one or morededicated slots in the appropriate ICD and would deliver the distributedcommunications service. An exemplary ICD as contemplated by Applicantsis shown, for example, in FIG. 4. It is anticipated that suchcommunication cards could be purchased directly from the serviceprovider or, alternatively, at convenient retail outlets, departmentstores, specialty stores, etc. Each communication card would perhaps besimilar in size and shape to a credit card or a floppy disk and wouldembody one or more communications services in a digital format or othersuitable format on magnetic storage medium or other suitable storagemedium.

As readily seen, this portable structure enables creative bundling ofservices to target different consumer segments. The fact that theseservices are actually delivered on a physical card overcomes one of themajor purchase hurdles for "invisible" network-based services today formany consumers do not associate high value with an intangible service.

Still referring to FIG. 4, in operation, a subscriber could activate hernewly purchased portable communication card 38 by plugging it into areceptacle slot 40 in the ICD 42. As indicated above, the CPE devicemight be a new generation of screen phone, a communication cardcompatible personal computer, a mobile telephone with one or morecommunication card slots, a plug-in device to a wall socket receptacle,or a residential gateway device located on the customer premises. Ofcourse, the physical size and design of each CPE device and thecorresponding hardware/software device, i.e., communication card, wouldvary according to the application.

While the preferred embodiment for the plug-in device discussed aboveprovides for a portable communication card for the customer partition,it is, of course, contemplated that anyone skilled in the art couldmodify the same such that the partition will be delivered on othermagnetic media such as a floppy disk, a high density Zip or JAZ disk, ora pre-configured hard disk drive as well as in software such as on apersonal computer, or as firmware built-in or plugged-in to a CPEsystem. All are, of course, natural extensions of the invention andcontemplated by the applications.

The partitioned, distributed nature of the communications servicesdisclosed herein and, in particular, communications services that arepartitioned and distributed between a customer's premises and a sharednetwork, enables an entire generation of services not possible today.While network partitions have configuration and data knowledge aboutother systems in the network, CPE partitions have configuration and dataknowledge about other CPE systems. In most cases, the network partitionsand systems do not physically know about nor can they directly accessspecific CPE systems. Likewise, CPE partitions and systems do notphysically know about nor can they directly access specific networksystems. On the other hand, each domain might logically know aboutsystems in the other domain. These two different domains--the networkdomain of systems and service partitions, and the CPE domain of systemsand service partitions--have inward visibility with access between thetwo provided across standard access lines (e.g., the local loop twistedpair, the cable coax drop, a satellite downlink, etc.).

As readily seen, the partitioned service design disclosed in thisinvention allows the CPE partition to govern what it can control at thecustomer premises and allows the network partition to do the same in thenetwork. This preserves privacy and security of devices and systems ineach domain. Network systems can communicate with customer premisessystems and vice versa. Systems in either domain can send commandrequests and instructions to systems in the other domain. These systemscan, therefore, address, i.e., refer to, systems in the other domain.

As an example, a network partition might be able to send a command to aCPE service partition that refers to "the bedroom and den telephones,"or the "living room lights," or "the pool heater switch." In each ofthese cases, the references are to logical devices, not to specificphysical devices, circuits, outlets, etc. In addition to logicalmapping, there is ability to direct a message to a particular physicaldevice. Conversely, a CPE partition might send commands to a networkpartition to "distribute attached voice message to attached list," or"perform Internet information search based on attached criteria," or"activate additional digital line," or "update private in-coming callscreen list with attached list."

As indicated above, the invention described herein enables limitlessservices that are not possible today. First, by delivering partitionedservice functionality at the customer premises, it enablescommunications capabilities heretofore not possible. Both partitions canexchange commands and information with one another on behalf of thecustomer. Second, by delivering the customer partition on a portablemedia device (e.g., a communication card or other suitablehardware/software device), it opens retail channels heretofore unusedand enables a customer to plug-in her partition and have that partitionauto-initiate set-up and activation of the service with the sharednetwork.

In addition to the communications services discussed above, a multitudeof new communications services will thus become possible according tothe present invention. These services include, but are not limited to,call screening and special call treatment services in the network or atthe CPE based on called or calling party ID with commands to activatecustom announcements, etc., at the CPE. Still further, home managementservices that control lighting, appliances, electrical usage, etc.,might be implemented.

Yet still further, partitioned services might be provided which performnetwork-based (e.g., Internet or worldwide web) information searches onbehalf of customer's custom parameters entered through CPE devices.Also, new generations of CLASS/AIN features might become available "ondemand" (usage-based) through use of an appropriate hardware/softwaredevice. For example, call curfew, no solicitations, call forwarding allbased on CPE-created and storage schedules, phone outlet controls, andscreening lists. Customer custom announcements are even CPE managed andstored, though the network can activate specific messages for callers.Vice versa, the CPE partition can command standard, or sharedannouncements and caller redirection in the network.

Partitioned services that address a specific suite of capabilities mightalso be provided. Consider, for example, a vacation home manager, thatwhen activated automatically schedules and controls lights and heating,delivers stored-up messages at specific times, records or requestsspecific television programming and communicates with shared networks(e.g., telephone networks, cable networks, power networks, Internet,satellite, etc.) to control pre-negotiated lower usage rates.

The partitioned communication system of the present invention may befurther understood with reference to message exchanges shown in FIG. 5of the drawings which correspond to a system for two-way negotiatingcall hold which are enabled by this invention, and in particular, andICD having event-based processing in a shared switch network. Foursegments of exemplary two-way negotiating hold service are shown. Theseinclude: requesting a two-way hold by the caller; negotiating thetwo-way hold with the called system; the callers request for mid-callstatus information to monitor the hold; and when the hold period isdone, connecting the call between the caller and the responding agent.

As shown, the first segment begins when the subscriber dials a call 44to another party, for example, the electronic technical supportdepartment on the subscriber's Intelligent Communication Device, (ICD).The ICD collects the dialed information and places a call 46 via theshared network, i.e., the PSTN to the called party. In this example, aCalled Communication System, (CCS) at the electronic company's technicalsupport department. The CCS determines that no agents are presentlyavailable. It then places the called party in a queue and plays anannouncement 48, likely in the voice channel of the collected call,telling the caller to "please hold".

With no indication of how long the hold might be, the caller mightotherwise become frustrated. This ICD, however, allows the caller to puttheir end of the call on hold. In the connected state (S5), the calleractivates 50 the two-way hold feature (event "E3") This may beaccomplished via any number of user interactions, including, but notlimited to: pressing a special button such as a hard or soft key on thesubscribers Intelligent Communication Device, selecting a menu option orgraphic symbol on the subscribers ICD display, entering a special accesscode via the subscriber's ICD, or other similar interactions. The ICDreceives the caller's feature activation and sends a 2-way Hold RequestMessage 52 [Instruct] to the Intelligent Network Processor (INP). TheINP, in turn, translates the message as needed, and sends a 2-way HoldRequest Message 54 [Instruct] to the CCS. This completes the initialsegment of requesting a two-way hold.

The second segment begins with the CCS responding to the INP with aTwo-Way Hold Granted (OK) Message 56 [Inform] along with some parametersfor the two-way hold and a CCS Reconnect Contact Number. The INP couldkeep this Reconnect Contact Number private from the caller (to preventunauthorized access to the CCS cue) just as it keeps the caller'soriginating number private from the CCS. When the INP receives theTwo-Way Hold Granted (OK) Message 56, it may perform one of manyfunctions. First, it may send a message (not shown) to the caller's ICDand instruct the ICD to play a specific announcement. Alternatively, itcould even enclose a digitized announcement in the message.

A step further, as shown in FIG. 5, the INP itself could play anannouncement to the caller via an intelligent peripheral or othersuitable device, or instruct another network adjunct to play anannouncement to the caller that the Two-Way Hold Request has beengranted by the CCS. Additionally, the INP may prompt the caller 58 toenter her preference for when she wants to notified that her call isnear the top of the CCS queue. This notification may be specified, forexample, as "two slots from the top," or "three slots from the top",etc. Alternatively, an interval of time may be specificized such as, forexample, "three minutes before an agent is likely available". Regardlessof what preference options are provided to the caller and whichpreference the caller chooses, the caller's preference entry 60,constitutes a feature activation (event "E3") to the ICD.

The ICD, in turn, receives the caller's preference and, in response,transmits a Notification Preference message 62 [Inform] to the INP. TheINP, in turn, sends a message 64 [Inform] to the CCS. The CCS accepts oroverrides the preference request, and once all other two-waynegotiations are completed, the CCS confirms the two-way hold to the INPwith a Confirmation message 64 [Inform]. At this point, the INP mayinstruct the ICD as appropriate, the CCS and any other involved sharednetwork equipment to disconnect the circuits for the original call.

The third segment in FIG. 5 illustrates the caller's ability to monitorthe two-way held call by requesting periodic status information. Asshown, the invention enables the ICD to automatically initiate statusrequests on behalf of the caller. To set up these periodic requests, theICD generates an internal event and prompts the caller 68 to enterparameters for the status queries. For example, the prompt mightinclude, but is not limited to, the frequency of the queries, the typeof information to gather, how to present the information to the caller,i.e., display updates on your screen phone, window tops on a computer,page or messages, mobile telephone calls with data, etc., and whatresponse options to offer the caller with each status response. Theseresponse options include, but are not limited to, continued periodicqueries, reconnect, suspend queries until further notice, etc. Thecaller responds to the ICD prompt 70 with the appropriate featureactivation in place.

As readily seen, a unique aspect of this invention--intelligentcommunication device timer events that result in direct message exchangewith the network INP--is shown at 72 of FIG. 5. In this Example, the"check two-way hold status" timer expires triggering event "E4". The ICDgenerates a message 72 [Request] to the INP to get the caller'srequested status from the CCS. The INP, in turn, sends a "Get Status"message 74 [Request] to the CCS. The CCS responds with the requestedinformation with a message 76 [Inform] to the INP, which is relayed inmessage 78 [Inform] to the caller's ICD. The ICD presents theinformation to the caller 80 via one or more of the agreed methods asdescribed above. This sequence, in this example, continues with timerevents processed until the hold is completed or the caller instructs theICD to stop gathering hold status information.

Finally, the fourth segment shown in FIG. 5 illustrates the completionof the two-way hold and reconnection of the caller with the CCS and onto a responding agent. Of course, other sequences may occur for theservice, such as caller termination of the hold or other as disclosed inco-pending patent application Ser. No. 08/998,802. For this example,however, the simple path of completion and reconnection is illustrated.

When the CCS detects that the caller's position and the queue hasreached the agreed notification point it generates a Hold Done Message82 [Inform] to the INP. The INP sends an [Inform] Message 84 and createsa network-originated event ("E5") alerting the ICD that the hold iscomplete and that the ICD should notify the caller immediately. Inaddition, the INP may instruct the appropriate network switching systemwhich is most likely the terminating SSP for the caller's line, to"trigger" to detect when the caller's ICD goes "off hook" (86, 88). Thisenables the switching system to intercept the off-hook originationattempt and rather than opening a circuit for another call, theswitching system may connect a circuit between the ICD 92 and the CCS 94to reconnect the held call. Likewise, the ICD opens the "voice" channelto the caller 96 and the CCS rings the available agent 100. In addition,the network switching system sends a message back to the INP 98 withnotification that the call has been successfully reconnected between theICD and CCS and thereby allowing the INP to complete its records andmanagement of the two-way hold.

In summary, the invention described above and illustrated by the two-waynegotiated call hold enabled thereby, provides a system for distributedcommunications between several intelligent communication devices and oneor a few intelligent network processors. Network switching systemsprovide pass-through connectivity between the ICD's and INP's. In apreferred embodiment using event-based processing, each ICD embodies adevice state model which operates directly on the Customer PremisesEquipment. The DSM is described as a set of states with transitionsbetween states or transitions back into the same state. At eachtransition, an event is described which may also include transmission ofone or more messages to the INP. In turn, the INP may send messages toone or more ICD's and may also invoke events at the ICD.

While the best modes for carrying out the invention have been describedin detail, those familiar with the art to which this invention relateswill recognize various alternative designs and embodiments forpracticing the invention within the scope of the appended claims.

What is claimed is:
 1. For use in a partitioned communication systemincluding a shared network system, and an Intelligent Network Processor(INP) located within the management and control of the shared switchnetwork, a communications system for negotiating a 2-way call hold,comprising:a Called Communications System (CCS) associated with a calledparty and operable to connect a call from a calling party to an agent ofthe called party, the CCS further operable to notify the calling partythat the call is placed on hold; a terminating Intelligent CommunicationDevice (ICD) located outside the management and control of the sharedswitched network system, the ICD operative to negotiate on behalf of thecalling party with the CCS to put the calling party in queue for anagent when the calling party is placed on hold so that the call can bedisconnected, wherein the calling party is notified when a selectedposition in the queue has been reached and the call is between thecalling party and the called party is then reconnected, the ICD beinglogically connected to the INP and operative to provide adevice-independent representation of internal processing and useractions based on predetermined states of the device in response totriggered events.
 2. A communication system as in claim 1, wherein theICD negotiates with the CCS to maintain calling party in queue upon arequest from the calling party.
 3. A communication system as in claim 1,wherein the CCS provides the ICD with period information status updatesof the calling party's status in the queue.
 4. A communication system asin claim 1, wherein periodic information status updates of the callingparty's status in the queue are initiated as a result of timer-basedevents and request messages from the ICD via the INP to the CCS.
 5. Foruse in a partitioned communication system including a shared switchnetwork system, and an intelligent network processor (INP) locatedwithin the management and control of the shared switch network, a methodfor negotiating a two-way call hold, comprising:connecting a call from acalling party to an agent of a called party and notifying the callingparty that the call has been placed on hold; negotiating with a calledcommunication system (CCS) associated with the called party via aterminating intelligent communication device (ICD) located outside themanagement and control of the shared switch network system to put thecalling party in a queue for an agent when the calling party is placedon hold so that the call can be disconnected; notifying the callingparty when a selected position in the queue has been reached;reconnecting the call between the calling party and the called party;and negotiating between the ICD and the CCS to maintain the called partyin queue upon a request from the calling party.
 6. The method as inclaim 5, further comprising: providing the ICD with a periodicinformation status updates from the CCS regarding the calling party'sstatus in the queue.
 7. The method as in claim 5, further comprising:initiating period information status updates of the calling party'sstatus in the queue as a result of timer-based events and requestmessages from the ICD via the INP to the CCS.